Supported Features

Data integration

The following systems are integrated in this release:

• Webex Contact Center
• Webex Calling

note

Licenses for the integrated systems are required to load data from there as well as the corresponding service subscriptions for CCBI.

Data Models

The following data categories (measure groups) are included in this release:

Webex Contact Center

• Inbound / Inbound (current) for Real Time
• Inbound Buckets
• Inbound SLT Scenarios
• Outdial
• Agent State Activity
• Auto CSAT

Webex Calling

• Call Summary (Incoming)
• User Calls (Inbound & Outdial)
• Auto Attendant Calls
• Hunt Group Calls

Reporting Features

• Multiple time zone support
• Dynamic row level security (RLS) for "my own", by "department" or "user profile"
• Custom dimensions for up to 10 global variables
• Service level reporting for 10+ threshold scenarios and 3 different calculations
• Answered and abandoned distribution for 10+ wait time buckets
• Idle code reporting
• Wrapup code reporting
• Call detail reports by customer
• Last year comparison
• Agent comparison
• Intraday Reporting for Supervisor and Agents
• Task Real Time reporting (10 sec. refresh) - EA (Early Available)
• Hunt Group Analytics
• Auto Attendant Analytics
• PhoneNumber categorization and localization (mapping table) for Calling
• Data and service monitoring reporting

Reports

There are 30+ reports bundled and available for Managers, Supervisors, Users (Agents) and Data analysts in this release.

Refer to the section "Reports" to see the list of all available reports.

note

Mobile layouts for Power BI mobile app available for most of the reports